A family of 10 were left without heating, lighting and hot water in their Loftus home for almost 30 hours.

Chris Todd, 45, partner Jennifer Wright, 34, and their eight children were left in the cold with no power from 11am on Tuesday until just after 4pm on Wednesday.

The couple and their children, Lisa, 17, Jason, 15, Susannah, 14, Shaun, 13, Ashleigh, 10, Marcia, seven, Patricia, four and two-year-old Serena, were unable to have a bath or cook a hot meal and had to endure an evening with no house lights.

EDF Energy has now offered a goodwill payment of #100.

The family signed up to switch their gas and electricity supply from British Gas to EDF Energy last week, but they still hadn't received a new electricity key or gas card for their pre-paid meters from EDF by the time the remaining power had run out.

Mr Todd said: "We have a key meter, so I put it on the emergency setting.

"It gives an extra amount on the meter which is paid for when you go to the shop to charge the key."

But when he went to charge the key the next day, he found it had been deactivated.

He phoned British Gas, to be told he was no longer a customer, as the switch had been completed.

He added: "EDF said they couldn't send an engineer until the meter was down to 50p. When it had, EDF sent an engineer to put #5 on the meter.

"By Sunday we were down to 87p so the next day I called them back out to put another #5 on. But it only lasted until Tuesday morning.

"EDF said they would reset the meter and add #25 credit, but couldn't come until Wednesday."

An EDF Energy spokeswoman said: "We sent the customer a new key for the meter. However, we received a call from Mr Todd on November 17 advising us that the new key had not arrived and the existing key for his pre-payment meter was not charging."

She confirmed EDF arranged for credit to be added to his meter, adding a replacement key has been sent out and a further #25 emergency credit added to the meter.

"Our customer relations team will be writing to Mr Todd to apologise and arrange a goodwill payment of #100," she added.